1、 International Telecommunication Union ITU-T M.1402TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU (05/2012) SERIES M: TELECOMMUNICATION MANAGEMENT, INCLUDING TMN AND NETWORK MAINTENANCE Designations and information exchange Formalization of data for service management Recommendation ITU-T M.1402 IT
2、U-T M-SERIES RECOMMENDATIONS TELECOMMUNICATION MANAGEMENT, INCLUDING TMN AND NETWORK MAINTENANCE Introduction and general principles of maintenance and maintenance organization M.10M.299 International transmission systems M.300M.559 International telephone circuits M.560M.759 Common channel signalli
3、ng systems M.760M.799 International telegraph systems and phototelegraph transmission M.800M.899 International leased group and supergroup links M.900M.999 International leased circuits M.1000M.1099 Mobile telecommunication systems and services M.1100M.1199 International public telephone network M.1
4、200M.1299 International data transmission systems M.1300M.1399 Designations and information exchange M.1400M.1999International transport network M.2000M.2999 Telecommunications management network M.3000M.3599 Integrated services digital networks M.3600M.3999 Common channel signalling systems M.4000M
5、.4999 For further details, please refer to the list of ITU-T Recommendations. Rec. ITU-T M.1402 (05/2012) i Recommendation ITU-T M.1402 Formalization of data for service management Summary Recommendation ITU-T M.1402 contains definitions of data for service management. The data are defined in the wa
6、y they are presented to the end users at their terminals, and conceptual or internal data structures are not defined. Therefore, this Recommendation defines an external terminology schema for the given application domain. This Recommendation focuses on defining data for products, customers, accounts
7、, contracts, deals, addresses, prices, various segments and relationships between all these. Some attributes that are essential for identifying objects and associations between them are defined, as well. Order data and detailed mappings to network elements are not covered. Also, billing, marketing,
8、sales, retailer, distributor, number management, device management, location management, logistics and finance are not covered. Finally, alarms, trouble tickets, call records and other call centre information are missing. As the data defined in this Recommendation are designed for human usage, they
9、are independent of the functions in which they are used. Hence, the data may be applied in any functions, e.g., in customer requests, call centres, billing, service platforms, etc. This Recommendation uses the notation and conventions found in Recommendation ITU-T M.1401, “Formalization of interconn
10、ection designations among operators telecommunication networks“. Appendix I explains the creation of product and customer service databases. Appendix II explains the creation of interfaces to service platforms. History Edition Recommendation Approval Study Group 1.0 ITU-T M.1402 2007-08-06 4 2.0 ITU
11、-T M.1402 2012-05-14 2 Keywords CRM, customer, data, definitions, product. ii Rec. ITU-T M.1402 (05/2012) FOREWORD The International Telecommunication Union (ITU) is the United Nations specialized agency in the field of telecommunications, information and communication technologies (ICTs). The ITU T
12、elecommunication Standardization Sector (ITU-T) is a permanent organ of ITU. ITU-T is responsible for studying technical, operating and tariff questions and issuing Recommendations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardizati
13、on Assembly (WTSA), which meets every four years, establishes the topics for study by the ITU-T study groups which, in turn, produce Recommendations on these topics. The approval of ITU-T Recommendations is covered by the procedure laid down in WTSA Resolution 1. In some areas of information technol
14、ogy which fall within ITU-Ts purview, the necessary standards are prepared on a collaborative basis with ISO and IEC. NOTE In this Recommendation, the expression “Administration“ is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. Compliance
15、 with this Recommendation is voluntary. However, the Recommendation may contain certain mandatory provisions (to ensure, e.g., interoperability or applicability) and compliance with the Recommendation is achieved when all of these mandatory provisions are met. The words “shall“ or some other obligat
16、ory language such as “must“ and the negative equivalents are used to express requirements. The use of such words does not suggest that compliance with the Recommendation is required of any party. INTELLECTUAL PROPERTY RIGHTS ITU draws attention to the possibility that the practice or implementation
17、of this Recommendation may involve the use of a claimed Intellectual Property Right. ITU takes no position concerning the evidence, validity or applicability of claimed Intellectual Property Rights, whether asserted by ITU members or others outside of the Recommendation development process. As of th
18、e date of approval of this Recommendation, ITU had not received notice of intellectual property, protected by patents, which may be required to implement this Recommendation. However, implementers are cautioned that this may not represent the latest information and are therefore strongly urged to co
19、nsult the TSB patent database at http:/www.itu.int/ITU-T/ipr/. ITU 2012 All rights reserved. No part of this publication may be reproduced, by any means whatsoever, without the prior written permission of ITU. Rec. ITU-T M.1402 (05/2012) iii Table of Contents Page 1 Scope 1 2 References. 1 3 Terms a
20、nd Definitions 2 3.1 Terms defined elsewhere 2 3.2 Terms defined in this Recommendation . 2 4 Abbreviations and acronyms 2 5 Conventions 2 6 External terminology schema . 4 Appendix I Product and customer service databases 24 Appendix II Interface to a service platform 27 iv Rec. ITU-T M.1402 (05/20
21、12) Introduction This Recommendation defines data as they are presented to the end users at their terminals. The data are defined in an external terminology schema that provides the glossary and grammar of all permissible data to the end user. The external terminology schema defines elementary sente
22、nce types only, which prescribe elementary sentences like “Contract 1 contains Product instance 12345678“. The schema does not prescribe compound sentences, like “Contract 1 contains Product instance 12345678, which has Installation address Storgata 6“, as is required at the end-user interfaces. Not
23、e that the relative pronoun “which“ is not used in external terminology schemata, but may be used in the “Contents schema“ for each screen or report. The proposed external terminology schema is intended for harmonization of data across all sub-domains within service management and all channels to th
24、is application domain. The external terminology schema focuses on end users need for harmonized data and not on needs for storage or communication formats. Rec. ITU-T M.1402 (05/2012) 1 Recommendation ITU-T M.1402 Formalization of data for service management 1 Scope Service management is the univers
25、e of discourse (UoD) of this Recommendation. This UoD comprises products, customers, accounts, contracts, deals, addresses, prices and various segments and relationships between these. The focus of this Recommendation is on end-user terminology as defined in an external terminology schema and which
26、puts requirements on other schemata and implementations. As such, this Recommendation focuses on the definition of object and reference classes, and provides most identifiers and name bindings (i.e., subordinate object indicated by reversed arrowheads) for these. It also provides some attribute grou
27、ps and attributes which are essential to define the data structure. Other attributes, e.g., to indicate entity history, are not covered. Also data structures for orders are not covered. The data definitions are meant to cover the needs for customer inquiries and customer sales about the customer, th
28、eir services and relations to the operator, but the definitions do not provide background information for sales people and account managers who provide offers and contracts to large customers. These may need processed information about turnover and plans for a customer/cooperation. The data structur
29、e may apply for these needs as well, but additional attributes are required. The data structure lacks the means to provide overviews for market analyses. Also, a network view for answering customer inquiries and service delivery is missing. The data definitions cover product types as they are define
30、d in product catalogues and cover product instances in customer databases. A subset of these product types and product instances may be implemented as telecommunication services, e.g., in a service platform. The broader context of product catalogues and customer databases is essential for definition
31、 and harmonization of service types and instances. The object class service is not defined in this Recommendation. However, the data structure defines the scope of service management. It should be noted that product types within product catalogues are in this Recommendation defined as classes of pro
32、duct instances within contracts. This means that the product types may contain data that are not needed in a pure enterprise product catalogue, but these data are needed for the product catalogue to serve the role of being a schema. One contract instance may have several product catalogue instances
33、as its schemata. One product instance in a contract is, however, only generated from one product type within a product catalogue. 2 References The following ITU-T Recommendations and other references contain provisions which, through reference in this text, constitute provisions of this Recommendati
34、on. At the time of publication, the editions indicated were valid. All Recommendations and other references are subject to revision; users of this Recommendation are therefore encouraged to investigate the possibility of applying the most recent edition of the Recommendations and other references li
35、sted below. A list of the currently valid ITU-T Recommendations is regularly published. The reference to a document within this Recommendation does not give it, as a stand-alone document, the status of a Recommendation. ITU-T M.1401 Recommendation ITU-T M.1401 (2006), Formalization of interconnectio
36、n designations among operators telecommunication networks. 2 Rec. ITU-T M.1402 (05/2012) 3 Terms and Definitions 3.1 Terms defined elsewhere This Recommendation uses the following terms defined elsewhere: 3.1.1 Attribute ITU-T M.1401 3.1.2 Attribute class ITU-T M.1401 3.1.3 Attribute group ITU-T M.1
37、401 3.1.4 Identifier attribute ITU-T M.1401 3.1.5 Object ITU-T M.1401 3.1.6 Object class ITU-T M.1401 3.1.7 Population ITU-T M.1401 3.1.8 Reference ITU-T M.1401 3.1.9 Reference class ITU-T M.1401 3.1.10 Schema ITU-T M.1401 3.1.11 Subordinate object ITU-T M.1401 3.1.12 Subordinate object class ITU-T
38、M.1401 3.2 Terms defined in this Recommendation None. 4 Abbreviations and acronyms This Recommendation uses the following abbreviations and acronyms: CC Country Code CRM Customer Relationship Management ICC ITU Carrier Code KID Customer IDentifier LID Local Identifier SMS Short Message Service UoD U
39、niverse of Discourse 5 Conventions This Recommendation uses 5 mm bulleted indentations to indicate subordinate data. Textual definitions and explanations are provided in paragraphs that are indented 5 more mm to the right. Object classes are underlined; attribute group and attribute classes are not.
40、 References to other object classes are written in blue fonts, in italics and underlined. The figures use rectangles to indicate object classes. Lines with reversed arrowheads indicate subordinate object class. Two-way arrows indicate references between object classes. Rec. ITU-T M.1402 (05/2012) 3
41、A dashed one-way arrow supported with an S at the arrowhead indicates a schema reference from a population. Each element subordinate to a schema may be instantiated to several elements subordinate to the population. And, the schema reference may itself be instantiated, like any other reference. A da
42、shed one-way arrow supported with a colon (:) at the arrowhead indicates a data type. This is analogous to super-class references in object-oriented languages, where properties of the subordinate class are inherited from the data type. A reference one level up in the data tree is indicated by a ().
43、A recursive use of any number of dashes is indicated by ( this requires further study, e.g., separate object classes for streets, local areas, etc. Installation An Address may have one or more subordinate Installations, which each defines a role of an Installation in this Address. Type An Address ma
44、y have one or more subordinate Types, which each indicates a role of a Type of an Account. Type An Address may have one or more subordinate Types, which indicates a role of a Type of a Customer. Customer Customer indicates a legal person whom the Operator relates to. This legal person may have one o
45、r more roles to Accounts, Contracts, Product instances, Deals or Employees in or from the Operator. The Role notions allow the Operator to register the Customer relative to these legal notions and not to register the Customers internal organization structure, which may change without the Operators k
46、nowledge. A Customer may be a private person or a legal organization. The Customers internal organization may indicate family, cohabitant and friendship relations, or indicate organization of geographically distributed companies and collaborative relations. The Operator may not want or be able to re
47、cord this internal organization of the Customer. KID Each Customer of the corporations Operators shall be assigned a customer identifier (KID) that is unique within the corporation in a Country and is not specific for each business unit/Operator. It shall be possible to undertake credit control of t
48、he Customer based on the customer identifier (KID). Name Each Customer shall have a Name within a Country. Several Customers may have identical Names. Customers may be distinguished by Address or other information. Business role This attribute may have the following value set: A Employee in the corp
49、oration F Retailer of the corporation D Distributor of the corporation L Operator in the corporation K Competitor of the corporation 6 Rec. ITU-T M.1402 (05/2012) Sources for this information are not identified and responsibility for updating is not assigned in this Recommendation. Customer status Customer status is provided by the business register within the Country. K valid customer UK (terminated) bankrupt UF (terminated) wrong registration US (terminated) merged
